FAQ - Warranty Services
We have high quality standards. Therefore, we always test our goods before delivery and only ship flawless products. If the products you purchased from us do have a defect or cease to function properly after a certain period of time, below you will find all the information regarding warranty services. You can follow the steps outlined below for the best course of action.
If your defective item falls under the terms of the warranty service (last point), please proceed as follows:
1. Upon identifying a technical defect, please contact customer support as soon as possible by phone at: +49 89 3066941-0 or by email at: info@servermind.de.
2. Pack the defective item securely for transport and ensure that it can be collected at our expense within 10 working days after reporting the damage.
3. Our technical team will then assess the extent to which components can be repaired/replaced and send you the repaired/equivalent components. Further details can be found under the last point.
The technical support of DCMind GmbH can be reached during DCMind GmbH service hours, which are:
Monday – Thursday from 8:00 to 17:00
Friday from 8:00 to 15:00
When reporting a fault, please provide the serial number of the affected device. Alternatively, the fault can also be reported via email to DCMind GmbH support. The support team can be reached at the phone number +49 89 3066941-0 or via email at info@servermind.de.
The warranty period is 3 years from the date of service provision. We consider the performance date stated on the invoice as the reference date.
This warranty is limited to technical defects in the hardware supplied by DCMind GmbH, within the meaning of a material defect pursuant to § 434 BGB. It does not cover defects resulting from the customer's fault, improper handling (such as bent pins in card readers), failure to follow instructions from DCMind GmbH or the manufacturer, deviation from approved operating conditions (such as continuous operation of hard drives not approved for 24/7 operation), or external interventions (damage by third parties, natural events such as storms, lightning, fire, water, theft, riot, looting, acts of war, or other cases of force majeure). Also expressly excluded are defects resulting from faulty software or incorrect operation of the software by the customer.
Wear-related defects (wear parts and consumables as well as wear and tear on data carriers), diminishing capacities of accumulators and batteries, are excluded from warranty coverage, as are defects resulting from repair attempts by the customer or third parties without the consent of DCMind GmbH. In particular, defects due to reaching the TBW (Total Bytes Written) limits specified by the manufacturer are not covered. SSDs are also considered wear parts due to their technology and can only be written with data to a limited extent. Additionally, only end customers residing/operating in Germany are entitled to a 3-year warranty.
1. Scope, General
1.1 These service terms apply to all purchase agreements where no other individual arrangements have been made.
1.2 The specific content and scope of the warranty services provided by DCMind GmbH are determined by
- these service terms for warranty services
- the general terms and conditions (AGB) of DCMind GmbH valid at the time of concluding the purchase agreement
1.3 In the event of contradictions between the contractual bases listed in clause 1.2, the ranking is determined by the order of the preceding list. In the event of contradictions within a contractual basis, the more specifically described version shall prevail. There is no contradiction in the aforementioned sense if a subordinate contractual basis supplements or specifies a prior one.
1.4 Only the customer as the contracting party of DCMind GmbH is entitled to claim warranty services. DCMind GmbH assumes no obligations towards third parties, particularly in the case of the resale of server systems by the customer to its customers (end users). Only end customers residing/operating in Germany are entitled to a 3-year warranty.
2. Scope of Warranty Services by DCMind GmbH, Warranty Period
2.1 DCMind GmbH guarantees the customer, in accordance with the following provisions, that the products delivered by DCMind GmbH to the customer will be free from material defects within the agreed warranty period of 3 years.
2.2 The 3-year warranty period begins with the provision of services to the customer. Warranty claims can only be made by the buyer named in the purchase agreement.
2.3 In principle, the warranty services are agreed upon simultaneously with the purchase of the products between the customer and DCMind GmbH. The warranty services commence from the date of service provision (the performance date stated on the invoice issued by DCMind GmbH is decisive).
2.4 This warranty applies exclusively to products supplied by DCMind GmbH that are indispensable for system operation. This does not include: covers, casings, hinges, flaps, removable media, manuals, system folders, or similar items. Additionally, all peripheral devices such as keyboards, mice, etc., are excluded. Streamers are not covered by the warranty.
2.5 Also excluded are components purchased and installed by third parties after the initial purchase by the customer.
2.6 This warranty is limited to technical defects in the hardware supplied by DCMind GmbH, within the meaning of a material defect pursuant to § 434 BGB. It does not cover defects resulting from the customer's fault, improper handling (such as bent pins in card readers), failure to follow instructions from DCMind GmbH or the manufacturer, deviation from approved operating conditions (such as continuous operation of hard drives not approved for 24/7 operation), or external interventions (damage by third parties, natural events such as storms, lightning, fire, water, theft, riot, looting, acts of war, or other cases of force majeure). Also expressly excluded are defects resulting from faulty software or incorrect operation of the software by the customer.
2.7 Wear-related defects (wear parts and consumables as well as wear and tear on data carriers), diminishing capacities of accumulators and batteries, are excluded from warranty coverage, as are defects resulting from repair attempts by the customer or third parties without the consent of DCMind GmbH. In particular, defects due to reaching the TBW (Total Bytes Written) limits specified by the manufacturer are not covered. SSDs are also considered wear parts due to their technology and can only be written with data to a limited extent.
3. Content of DCMind GmbH's Service and Warranty Services
3.1 DCMind GmbH undertakes, subject to the following provisions, to provide warranty services to the customer. The service is available to the customer provided that the customer contacts DCMind GmbH's technical support and claims a warranty case according to clause 2.
3.2 In this exchange service, in accordance with the following provisions, the hardware component identified and reported as defective by the customer will be replaced by sending a replacement component. DCMind GmbH will promptly (to the extent reasonable and customary in the industry) send a replacement component to the customer via express delivery, which the customer will then replace themselves.
3.3 Replacement will be made in accordance with the originally agreed specifications between DCMind GmbH and the customer, regardless of brand or model. Replacement components may also be repaired parts.
3.4 There is no entitlement on the part of the customer to exchange complete, functional systems. If the functionality can be restored by replacing individual hardware components, this is the extent of the customer's claim.
3.5 The use of warranty services also requires the customer to report the warranty case to DCMind GmbH's technical support without delay, no later than 4 weeks after the initial occurrence of the fault or defect.
3.6 The exchange service with express delivery as described in Clause 3.2 can only be provided within the Federal Republic of Germany. Outside the Federal Republic of Germany, delivery will be made via standard shipping.
3.7 DCMind GmbH reserves the right to examine the hardware components reported as defective by the customer and therefore replaced for the actual existence of a warranty case under Clause 2. If the investigation reveals that there is no warranty case under Clause 2, DCMind GmbH expressly reserves the right to charge the customer for the replacement component and shipping costs.
3.8 Other claims of the customer against DCMind GmbH arising from the agreement of the exchange service are excluded, particularly DCMind GmbH assumes no liability for damages regardless of the legal grounds. The contractual or statutory claims of the customer against DCMind GmbH as the seller remain unaffected.
4. Accessibility of Technical Support
DCMind GmbH's technical support can be reached during DCMind GmbH's service hours. These are from Monday to Thursday from 8:00 to 17:00 and Friday from 8:00 to 15:00. When reporting a fault, please provide the serial number of the affected device. Alternatively, the fault can also be reported via email to DCMind GmbH's support. The support team can be reached at the phone number +49 89 3066941-0 or via email at info@servermind.de.
5. Excluded Services, Data Backup
5.1 The exchange service does not include
- backing up and restoring data and applications
- reconfiguring RAID systems
- installation and maintenance of software
- installing the operating system and application software on replaced hard drives
- adjusting security functions, resetting passwords, providing and installing BIOS, driver, or software updates/upgrades, as well as restoring software and customer data for replaced hard drives.
5.2 The exchange service also does not include ensuring the presence of regular data backups by the end user. As part of the exchange service, data, programs, software, etc., located on the defective hardware components may be irretrievably lost. Therefore, it is the customer's responsibility to ensure the backup of all data, programs, software, etc., so that reinstallation can be performed after completion of the exchange service. It is also the customer's responsibility to maintain a functioning infrastructure and the associated recovery processes for restoring the backups.
Individual customer customizations may be lost as part of the exchange service. The restoration or reconfiguration of customer-specific settings is not included in the exchange service as part of the warranty services. These settings are the responsibility of the customer.
6. Handover of Replaced Hardware Components, Data Protection
6.1 If hardware components reported as defective are replaced, they become the property of DCMind GmbH.
6.2 The replaced hardware components will be collected by DCMind GmbH at the expense of DCMind GmbH. The customer is responsible for ensuring secure packaging and providing the components for collection within 10 working days.
6.3 It is the customer's responsibility to ensure that no personal or confidential data remains on the replaced hardware components collected by DCMind GmbH. DCMind GmbH cannot guarantee the preservation or protection of any remaining data on these hardware components.
6.4 In the event that replaced hardware components are not made available for collection by DCMind GmbH within 10 working days after delivery of the replacement components, DCMind GmbH is entitled to invoice the customer for the replacement components.
7. Liability
7.1 DCMind GmbH is liable for damages – regardless of the legal basis – only in cases of intent and gross negligence. In the case of simple negligence, DCMind GmbH is only liable
- für for damages resulting from injury to life, body, or health,
- für for damages resulting from the violation of a material contractual obligation (an obligation whose fulfillment is essential for the proper execution of the contract and on whose compliance the contractual partner regularly relies and may rely); in this case, however, the liability of DCMind GmbH is limited to compensation for the foreseeable, typically occurring damages.
7.2 These limitations of liability also apply to breaches of duty by or in favor of persons whose fault DCMind GmbH is responsible for under statutory provisions.
7.3 Liability under the Product Liability Act remains unaffected by the limitations of liability.
8. Limitation Period
All claims of the customer arising from or in connection with the service agreement with DCMind GmbH expire 12 months after the expiration of the warranty period.